The European Contact Centre & Customer Service Awards 2016 are now closed for nominations.

The longest established Contact Centre Awards for Europe uses a robust judging process overseen by an unrivalled panel of industry experts to recognise and develop exceptional talent.

Reserve your spot at the Gala Dinner with your host Fiona Bruce today.

GALA DINNER

Add to My Calendar 2016-11-21 21:00:00 2016-11-22 02:00:00 Europe/London ECCCSA Gala Dinner The European Contact Centre & Customer Service Awards (ECCCSA) Gala Dinner Park Lane Hilton, London, UK ECCCSA / CCMA keith@ccma.org.uk
  • 00

    days

  • 00

    hours

  • 00

    minutes

  • 00

    seconds

vertical-separator

The Awards Gala dinner is at the Hilton Park Lane Hotel, London: 21st November

hilton-park-lane-ballroom

Entries Open

01/05/2016

Entries Close

31/07/2016

Shortlist Announced

week of 15/08/2016

Site Visits & Panel Presentations

Aug - Oct

Judging Completed

01/10/2016

Gala Dinner

21/11/2016

CATEGORIES

INNOVATION, TECHNOLOGY & EFFECTIVENESS AWARDS

Best Application of Technology

Nominations are invited from organisations who have successful deployed new technology within their contact centre/customer service centre. Nominations should outline the business benefits that have been realised including:

  • The impact on the customer experience
  • The impact on frontline users
  • ROI achieved
  • The results achieved
  • The approach used to implement and integrate

The implementation must have taken place within the last 12 months. The award is not for the technology solution itself, but how it has been deployed and maximised within your organisation.

See Shortlist »

Best Multi-channel Customer Service

Nominations are invited from organisations who have successfully deployed a multi-contact strategy for their organisation. Nominations should outline:

  • The number of channels that have been deployed
  • The rationale behind each channel deployment
  • What benefits have been realised
  • Evidence how the customer experience has changed/improved
  • Demonstrate how the capabilities of frontline advisors have been adapted to handle multichannel enquiries.
  • Demonstrate how internal processes have been adapted for each channel

See Shortlist »

Innovation in Customer Service

This category recognises innovative new ideas and developments that have enabled organisations to meet the needs of their customers more effectively. Innovative approaches may apply to any aspect of the customer relationship or methods to improve existing systems or processes supporting customer service.

This category is open to a product or service that was launched in the last 12 months. Judges will be looking for:

  • Evidence of innovative thinking and deployment
  • A clear business reason for the deployment
  • Demonstration of the benefits to the business, the customer and the user
  • A demonstration of how the service/product will improve performance of the operation
  • The reasons you believe that your idea is most innovative and relevant to todays customer

See Shortlist »

Best Deployment of Customer Insight

Nominations are invited from organisations who have successfully implemented a robust model for collecting and analysing customer feedback. Nominations should outline:

  • The overall objective of your customer insight team
  • Your approach to deploying customer feedback, including methodologies and technologies used
  • Examples of how the insight has been used to improve the customer experience
  • What you feel is innovative about your approach
  • The benefits have been realised from this approach

See Shortlist »

Innovation in Digital Transformation

Nominations are invited from organisations that are successfully implementing changes in their organisation and/or industry that are transforming the way that they work. Nominations are invited from organisations that:

  • Have an effective digital transformation programme in place
  • Have a vision of how to transform their company for a digital world.
  • Can demonstrate how they are planning for digital deployment across customer experience, operational processes and/or business models.
  • Have demonstrated innovation in a recent (last 12 months) digital implementation
  • Can demonstrate their learnings from this implementation and the results achieved

See Shortlist »

Most Effective Improvement strategy

This category is for teams who have implemented a change in their business processes which brought about improvements in either the customer journey or the customer service operation. Judges will be looking for:

  • A clear understanding of the objectives behind the strategy
  • Evidence of how the strategy was planned, executed and monitored
  • Effective use of internal communication channels to inform teams across the business about the programme and its aims
  • Clear evidence of the impact of the strategy on customers, advisors and the performance of the centre within the business as a whole (including a demonstrable return on investment)
  • What the team has learned from the process and any future plans

See Shortlist »

Best Social Media in Customer Service

Nominations are invited from organisations who have successfully introduced social media for their organisation. Nominations should outline:

 

  • Who owns social media in the organisation and the rationale behind this
  • The business benefits that have been realised
  • Demonstrate the rationale for deployment of social media
  • Share how they have creating the social media team
  • Key performance indicators for social media channels and how your organisation is performing against those measures
  • How they are tracking and influencing customer usage of social media channels.
  • How feedback is gathered from customers

See Shortlist »

Most Effective Learning and Development Programme

This category is open to any Contact Centre or Customer Services internal Learning and Development Team. Nominations should outline:

  • The overall scope and objectives of the programme
  • The impact that the programme has had
  • The benefits that have been realised
  • How the success of the programme has been are measured and what results they are achieving
  • What methods have been used to develop and deploy the programme
  • How the programme has been embedded

See Shortlist »

CUSTOMER SERVICE TEAM AWARDS

Best Customer Service Team of the Year

This award is open to any Customer Services team who work with their customers via the contact centre or face to face. Nominations should outline:

  • Demonstrate how the team work together in order to deliver for the customer
  • What improvements have been implemented to ensure that the customer experience is the best it can be
  • How the team’s performance has impacted the organisation overall
  • A recent initiative that the team have implemented/delivered that has delivered a great experience for customers
  • Demonstrate how the team have listened and responded to customer needs
  • Customer engagement/satisfaction results

See Shortlist »

Operational Support Team

This category is open to internal facing team that provides support to a customer facing team. This could include teams from HR, customer insight, management information, marketing, planning, training etc. Judges will be looking for:

  • Examples of when your team have delivered 'above and beyond' in order to provide the high standards of customer service
  • Innovation and initiative when trouble shooting or problem solving
  • Evidence of strong communication both between the team and with their internal customers
  • Demonstrable teamwork and mutual support
  • Evidence of how the team's work and innovations have improved the performance of the business areas they support

See Shortlist »

Best Complaints Management Team

This category is open to Customer Relations/Complaints teams providing support to the Customer Services/Contact Centre operation. The team will be specialists responding to complaints including complaints passed through from the Contact Centre. They will have a good understanding of the customer issues and opportunities for improvement in their business and be able to demonstrate improvements that they have implemented. Judges will be looking for:

  • A tangible passion for customer service and a positive team attitude
  • Effective measurement of processes and procedures
  • A keen sense of the importance of the team’s work to the organisation, and how improvements by the team have resulted in better customer service overall
  • Evidence of follow-up measures and checks to ensure customer complaints are not repeated
  • Evidence of teamwork and an effective training, motivation and reward programme

See Shortlist »

Best Quality Team

Nominations are invited from quality monitoring teams that support the Contact Centre and/or Customer Service teams in an organisation. Nominations should outline:

  • The overall objectives of the team and how they are performing
  • The quality framework that has been implemented and the rationale behind this model
  • How the team measure their success
  • How the team have influencing different parts of the organisation in order to improve the overall quality of service delivered to customers
  • The tools and methodologies deployed and the rationale

See Shortlist »

CONTACT CENTRE AWARDS

Small Contact Centre of the Year

Nominations are invited from contact centres with less than 100 seats. Judges will be looking for:

  • A clear understanding of the contact centres role within the business at all levels, with appropriate resources and systems in place to ensure ongoing success
  • Robust people processes including recruitment, learning and development and colleague engagement
  • A people-centric environment with effective communication vehicles
  • Appropriate reward and recognise schemes
  • Evidence that the frontline are involved in decisions that impact them
  • Evidence of the positive impact of the centre on the company as a whole
  • Clear targets and measures and your performance against each of these
  • Evidence of how the centre has contributed to the wider business
  • A demonstration of the centre's role within the wider business

See Shortlist »

Medium Contact Centre of the Year

Nominations are invited from contact centres between 100 and 249 seats. Judges will be looking for:

  • A clear understanding of the contact centres role within the business at all levels, with appropriate resources and systems in place to ensure ongoing success
  • Robust people processes including recruitment, learning and development and colleague engagement
  • A people-centric environment with effective communication vehicles
  • Appropriate reward and recognise schemes
  • Evidence that the frontline are involved in decisions that impact them
  • Evidence of the positive impact of the centre on the company as a whole
  • Clear targets and measures and your performance against each of these
  • Evidence of how the centre has contributed to the wider business
  • A demonstration of the centre's role within the wider business

See Shortlist »

Large Contact Centre of the Year

Nominations are invited from contact centres with more than 250 seats. Judges will be looking for:

  • A clear understanding of the contact centres role within the business at all levels, with appropriate resources and systems in place to ensure ongoing success
  • Robust people processes including recruitment, learning and development and colleague engagement
  • A people-centric environment with effective communication vehicles
  • Appropriate reward and recognise schemes
  • Evidence that the frontline are involved in decisions that impact them
  • Evidence of the positive impact of the centre on the company as a whole
  • Clear targets and measures and your performance against each of these
  • Evidence of how the centre has contributed to the wider business
  • A demonstration of the centre's role within the wider business

See Shortlist »

Outsourcing Partnership of the Year

Nominations are invited from any company who has a great partnership with its outsourcer and can demonstrate results that show how the customer and employee is benefitting from the partnership. This Category is a joint entry and must show both companies on the entry form. Nominations should outline:

  • A clear understanding of the business aims and challenges and how the partnership has helped to meet them.
  • Consistency of message across the business and outsourcer
  • Open, two-way communication channels between the outsourcing frontline and the client decision makers
  • Evidence of effective integration and ongoing investment in the relationship
  • Demonstrable progression or achievement of the original business objectives and evidence of the outsourcer’s impact on the customer experience
  • How the outsourcer has embedded the clients brand into the operation
  • The value-add, outside of cost, that the outsourcer has brought to the relationship

See Shortlist »

Employer of the Year – Great Place to Work

Nominations are invited from organisations who have demonstrated that they are an employer of choice for customer service professionals. Nominations should outline:

  • How your organisation makes people feel valued
  • The benefits your organisation provide to employees that are deemed best practice
  • What development opportunities exist for people
  • How your organisation measures employee engagement and what results you are achieving.
  • How you support a worklife balance for people
  • How you support diversity in the workplace
  • How you support community activities

See Shortlist »

ECCSA-Flag-Stars-large
Winners Announced 21 November
Who’s Shortlisted?

See Shortlist

MEET YOUR 2016 EXPERT JUDGES

  • Amy Scott, Customer Experience, Sedulous
  • Andrea Youngman, National Business Development Manager, Remploy
  • Angela Jamieson, Head of Customer Experience, Tesco Bank
  • Annette Barnes, Managing Director, Bank of Scotland
  • Ann-Marie Stagg, President, European Confederation of Contact Centre Organisations
  • Becky Simpson, Director of Customer Experience, Carnival Cruises
  • Carolyn Blunt, Managing Director, Real Results
  • Christine Allenson, Customer Experience Director, Future Energy
  • Dan Moross, Director of Customer Services, Moo.com
  • Dawn Redman, Head of Customer Experience, Hermes-Europe
  • Douglas O’Neil, Head of Customer Service, British Gas Homecare
  • Francesca Rea, Director of Customer Services, New Day
  • Gail Heafield, Head of Contact Centre, Best Western Hotels
  • Gary Robson, Assistant Director of Customer Service, L&Q Group
  • Hayley Barlow, Customer Services Director, Learn Direct
  • Jacqui Crawley, Managing Director, KMB
  • James Mitton, Customer Services Director, Shop Direct
  • Jane Brine, Senior Leader, Department of Work and Pensions
  • Jo Hale, Head for Performance
  • Jo Mayes, Director of Customer Operations, Business Stream
  • Jon Bowen, Chief Operating Officer, Paymentshield
  • Jonathan Cowie, Chief Executive, CityWest Homes
  • Justin Haines, Customer Services Director, OVO Energy
  • Katy Minson, Head of Customer Experience, Carphone Warehouse

  • Keith Stoneham, Head of Customer Service, Legal and General
  • Leigh Hopwood, Vice Chair, Chartered Institute of Marketing
  • Luisa Merino Nájera, General Manager, AEERC Spain
  • Manfred Stockmann, Managing Director, CMBS Germany
  • Mark Oldham, Customer Services Director, Vodafone Telematics
  • Martin Hill Wilson, Founder, Brainfood Consulting
  • Matt Kemp, Director of Client Services, International Financial Data Services
  • Michael Sherwood, Head of Customer Experience, Atom Bank
  • Nicola Millard, Head of Customer Insight & Futures, BT Global Services Innovation Team
  • Pam Kallay, Business Leader Global Customer Care, Mastercard
  • Patrick Ruddick, Senior Manager, Deloitte Digital
  • Penny Bayley, Director of Customer Contact, The Guinness Partnership
  • Peter Sinden, Director of Sales & Service, Liverpool Victoria
  • Philip Hargreaves, Head of Division, Rentalcars
  • Richard Keay, Senior Manager Next Generation Customer Service, Deloitte MCS
  • Robert Davies, Department Manager UK Regional Dialler Centre of Excellence, HSBC
  • Sara Dodd, Director of Telesales and Service, Assurant
  • Sarah Metcalfe, Head of Customer Service, Sureflap
  • Simon Separghan, Director SkyBranch, Barclays Bank
  • Siobhain Goodall, Head of Business Development, MPL Contact
  • Stephen Jacobs, Managing Director, SFJ Consulting
  • Steve Woosey, CEO, The Forum

THE ROAD TO RECOGNITION

2016 nominations are now closed, but here are 5 great reasons to enter the European Contact Centre & Customer Service Awards in 2017:

1. Reflect on your success

Often in the busy environment of everyday business, achievements can be easily forgotten. Completing the entry form allows you to pause and consider what contributed to you and your team’s success and where you can go from here.

2. Measure your performance

Entering the awards will assess the strength of your entry against others in your category. We represent the whole call centre and customer service industry, so by entering the awards you will be able to gauge how your business compares against the very best there is.

3. Positive PR

Being selected as a winner or finalist is a great achievement and a real opportunity to generate positive publicity for your business across all media.

4. Differentiate your business

What better way to make your business stand out than being an award winner in Europe’s most prestigious, industry-wide awards programme? Demonstrate to your current and future customers, employees and competitors that yours is an exceptional business.

5. Celebrate your achievements

Celebrate your and your team’s success by attending the Award Ceremony and Dinner on 21st November at the Hilton Park Lane, and benefit from priority seating on the night. A fantastic event and opportunity to meet, greet and network with people from other successful businesses.

“The longest-established, highest profile, most rigourously judged awards in the European contact centre and customer service industry.” Ann-Marie Stagg, Chief Executive, CCMA

GALA DINNER

BOOK YOUR TABLE

ECCCSA16 Table Package
£2,650 (+VAT)
  • Free pre-dinner drinks reception
  • Table for 10
  • 3 course meal, incl. coffee & chocolates
  • 5 bottles of wine
  • Live entertainment, dancing

Enquire About Table Package

YOUR HOST

Meet your host for the 2016 Awards Dinner, Fiona Bruce

VENUE

Hilton Park Lane, London

GET DIRECTIONS

HILTON PARK LANE, LONDON: 22 Park Lane, London, W1K 1BE

Visit Hotel Website

Enter Direction from and Travel Mode from the left form to see directions.

WHERE TO STAY

Finding a good hotel can be tricky. So here are some of our favorite hotels in central London.

SPONSORS

Thanks to the following companies for sponsoring the European Contact Centre & Customer Service Awards.

MEDIA PARTNERS

BLOG

Latest ECCCSA news and articles

CONTACT US

location-icon

ADDRESS

CCMA

20-22 Bedford Row
London
WC1R 4JS

email-icon

CONTACT

info@ccma.org.uk

0844 8000 623

back to top